Test servers

If you would like to test the Internet speed to resources hosted on our servers, you can make use of Speedtest or Looking Glass without having to wait for the deployment of the test server.

You can request a test server if you would like to:

to test the compatibility of the software and the chosen configuration of the dedicated server or VPS;

to make sure that the server configuration chosen is capable of all the tasks at hand and that server upgrade (RAM, HDD, etc.) won’t be necessary in the near future;

to evaluate the performance of HOSTKEY’s servers in practice.

When providing a test server, HOSTKEY uses an individual approach to every client. On average, the trial period is 3 days.

If you would like to get further information regarding getting a test server and/or terms and conditions of the service, please, contact our managers.

After trial period is over, you can pay for the server and continue using it. If we haven’t received the payment within 3 days after the end of the trial period, the server will be terminated and all data deleted.

Note: HOSTKEY operates under the current legislation of the Russian Federation, the Netherlands and the United States of America.

Therefore, we ask you to use servers without breaking the laws of the corresponding country.

Is it possible to rent a server from you in the configuration we are interested in?

We are not based in Moscow or Amsterdam, what we are to do in order to colocate a server in your data centers?

After signing a contract for equipment colocation with our company, you can send your server(s) to us with a courier with a prior agreement to do so. Do not forget to insure your server for its full value during transportation (remember, courier companies provide such a service).

We are also ready to provide you equipment on a lease basis or assist you in purchasing the server in the required configuration from our supplier.

Payment terms and methods

All our services are paid for in advance.

VAT for our services

If you are a EU citizen or a company you have to pay VAT on every product/service purchased in the EU. VAT will be charged at the rate applicable in the EU country you are located.

If you are not a EU citizen or a company then the price remains without VAT (0% VAT).

If your company is VAT registered, you can claim all your VAT back from your local tax authorities. Alternatively, you can provide us with your business VAT registration number to avoid VAT charges.

WEBMONEY Transfer (WEBMONEY, WMT or WM). Payments in the system are made by means of so-called digital title signs, which are kept in the users' wallets. Our WM passport. WebMoney supplies free instruments for operation with the system and for making payments: Keeper Classic, Keeper Light web-application, WM Keeper Mobile and Keeper Mini site.

How to pay via WM?

Place an order through our e-store.

In the ordering process select "WebMoney Transfer (WME)" as a payment method and proceed to next step.

You will be redirected to the WebMoney website to complete your payment.

Check all details on the WebMoney website and enter confirmation code.

Click "Confirm payment" to transfer funds and to get redirected back to the HOSTKEY website.

Alipay is China's leading third-party online payment solution that enables Chinese clients to make purchases online from international merchants with ease.
For more information about Alipay, please, visit Alipay.
To pay your invoice through Alipay, simply select it from the dropdown menu of the accepted payment methods during the payment step.

Wire transfers

You can always pay for our services by SWIFT wire transfer. Bank details are available from our invoices.

When you are sending us a bank transfer, make sure you are the one paying the transfer charges. It should be OUR code in SWIFT instructions and not BEN or SHA.

Failing to do so means that we will deduct the transfer costs we incur from the amount you sent us. And the invoice won’t be fully paid thus leading to server suspension. Please, keep it in mind for future payments.

Payback procedure

We are very confident in our products and services. We provide fast, reliable and comprehensive service and believe that you will be completely satisfied.

You can ask for a test server for 3-4 days for free.

Refund is only possible in case of an accident from our side with your server being offline for 24 hours or more due to that.

Please, note that any types of commercial advertising using e-mail such as mailing of spam and unsolicited correspondence from our IP-space is strictly forbidden. We reserve the right to suspend or stop service delivery. We also reserve the right to decline our services to a client in future, or suspend the services at our discretion. Violation of the conditions specified will lead to an immediate suspension of our services without refund.

How can I restore my password to client area?

When you fill in your registered email address (and answer your account security question if set), you will be sent instructions on how to reset your password.

How can I get the access details to connect to IPMI?

Access details to IPMI and VPN are emailed to you with the access credentials for the first server ordered by you. IPMI access details are also emailed to you with the access credentials for every consecutive server.

If you cannot locate this information, please, submit your request to our Support.

Note: only use the email address indicated in you client information with HOSTKEY.

Are you blocking any network ports?

In order to protect client equipment from unauthorized use by third parties we are blocking all incoming traffic to the following ports:

udp/53 — open recursive DNS resolver.

udp/137 — Open NetBIOS-ns server.

udp/161 — SNMP returns system info.

These ports can be used by criminals for launching DDoS-attacks. If you are using these ports for your services, please, inform us and we will make them open for you.

How can I remove the bandwidth restriction caused by exceeding the traffic limit?

If the bandwidth limit of your dedicated server has been exceeded, the connection speed of the server concerned will be restricted to 10 Mbps. You will receive warning messages via email prior to reaching the limit.

100Mbps or 1Gbps speed can be optionally restored by committing to pay the overspent traffic invoices, which will be automatically generated by the system based on the consumption of the prepaid traffic. The basis for calculation is for prevalent traffic only.

Which DNS can I use for my server?

How can I configure PTR records?

Emails sent from my mail server end up in SPAM folder. Why?

Usually the problem with spam filters is linked to several factors:

The recipients can perceive your message (plural) as spam and as such report it to the email servers or their own mail servers.

The content of the email looks like spam. The email servers have a number of criteria that filter spam depending on the content of the email. For example, this may be the information regarding some great secret revealing remarkable success, exclamation marks and even the word TEST in the email subject.

Technical features — sending a large amount of emails daily, incorrect encoding, only images are being sent, etc.

All this may lead to IP being blocked by email servers, services, customers, or getting the IP blacklisted.

What can I do?

The actions vary depending on individual situation. These are the general guidelines:

Study in detail the signs of spam and check your email activity for the past 2 weeks.

Eliminate the reasons for emails ending up in Spam folder by taking the following actions:

In dealing with Spam complaints HOSTKEY specialists check the blacklists using one of the most reliable services — Spamhaus. We recommend you to check whether or not your IP has been blacklisted and remove it if necessary.

If the block occurs on the side of the email server, contact the support.

If emails are not being delivered to your clients or contractors, contact their technical specialists.

Why my Internet speed is lower than it should be?

Lower Internet speed can occur for several reasons outside HOSTKEY's area of responsibility, for example:

Hardware or software issues — check the condition of the network equipment, make sure the correct drivers are used and verify that the software used does not affect network availability (possible malware/viruses or the use of software that is not mandatory but is “eating up” network resources).

The physical distance to the server and the status of network related operators — the further you are from the server, the weaker the signal strength may be. The access speed is judged in relation to HOSTKEY’s network. Issues with the connectivity to the networks of other providers (of higher level or local operators) can also lead to poor connection, meaning if you rent a server with 1 Gbps channel but test the speed from an overloaded network or from a network with a capacity of 100 Mbps, from a technical point of view, the HOSTKEY staff won’t be able to solve the problem.

Traffic shaping — please, check whether or not you have received a system notification from us regarding exceeding prepaid traffic. In this case there was an automatic traffic shaping and you would have been informed.

etc.

In order to identify possible problems on HOSTKEY’s side and to research optimal solution, please, provide connectivity test results from ping and traceroute commands. You can do it here.

Please, note: to get more accurate information it is recommended to do a few tests using both commands.

After the completion of the tests, please, email the screenshots to our Support for examination. Use the email address registered in your client information with HOSTKEY.

Abuse

In case you have identified that HOSTKEY services are used in violation of the HOSTKEY’s Terms and Conditions, HOSTKEY’s Terms of Service or any applicable law, you can use HOSTKEY Complaint procedure.

Please notice, HOSTKEY is not responsible for the content of the resources of our clients and is not competent to detect law violations. In the case of any problems associated with these violations, you should contact the competent authorities.